Terms and Conditions

MACKO provides laundry and garment-care services, including:

• Wash and Fold
• Wash and Iron
• Dry Cleaning
• Iron Only
• Duvet and Bedding Care
• Shoe, rug and specialty-item care
• Pickup and delivery
• Express services where available

Services are currently available within selected areas of Lagos and remain subject to operational capacity.

Customers may book through our website or another approved MACKO channel.

You must provide accurate contact, address, service and pickup information. A booking is confirmed only when MACKO provides a booking reference or confirmation.

Available pickup dates and times may change according to capacity, location, traffic, weather or other operational circumstances.

Current standard prices include:

• Wash and Fold: ₦7,000 per 5kg bag
• Wash and Iron: ₦10,000 per 5kg bag
• Express 24-hour service: 50% surcharge
• Specialty services: priced according to the applicable item and published price list

Website totals may be estimates. The final weight, garment type, condition and applicable price will be confirmed following collection and inspection.

If inspection results in a material price change, MACKO will inform you before proceeding.

Prices may be updated periodically. The price disclosed and accepted for a confirmed order will apply to that order unless the service requirements change after inspection.

Payment must be made using a payment method approved by MACKO and within the period stated on the invoice or payment request.

Where a third-party payment provider is used, its separate terms may also apply.

MACKO may withhold delivery of completed items until outstanding payment has been received, subject to applicable law.

Pickup and delivery are available only within supported service areas.

You are responsible for providing:

• A correct and accessible address
• A valid phone number
• Someone authorised to release or receive the items
• Relevant access, landmark or delivery instructions

Delivery times are estimates and may be affected by traffic, weather, security conditions or other circumstances outside MACKO's reasonable control. We will provide updates where a material delay occurs.

Our usual turnaround targets are:

• Standard service: approximately 48 hours
• Express service: approximately 24 hours, subject to availability and garment suitability

Turnaround begins after collection and order confirmation. Some stains, fabrics, repairs, rugs, curtains, duvets or specialty items may require additional time.

These timelines are service targets and may change where additional treatment or operational delays arise. MACKO will communicate material changes.

Before handing items to MACKO, you should:

• Empty all pockets
• Identify valuable, delicate or sentimental items
• Disclose known stains, colour bleeding or previous damage
• Provide accurate fabric-care instructions
• Secure or identify loose buttons, accessories and detachable pieces
• Inform us if starch, bleach, fragrance or a particular treatment must be avoided

MACKO is not responsible for money, jewellery, documents, electronics or other items left inside pockets unless the loss resulted from MACKO's negligence.

We inspect and may photograph items to record their condition, identify stains and reduce disputes.

MACKO will exercise reasonable skill and care and follow available care labels where appropriate.

We may refuse or pause treatment where:

• A care label prohibits the requested service
• An item appears unsafe to process
• Treatment presents a substantial risk of damage
• The item requires a specialist service we do not provide

We will contact you where additional approval is reasonably required.

We aim to treat stains carefully, but complete stain removal cannot be guaranteed.

Some stains may be permanent or may require treatment that could damage colour, texture, printing, embellishment or fabric strength. We will not intentionally apply a materially risky treatment without informing you where that risk is identified.

MACKO is not responsible for pre-existing damage, ordinary wear, weak fabric, hidden defects, manufacturer defects or incorrect/missing care labels unless damage was caused by our failure to exercise reasonable care.

Some fabrics may naturally shrink, fade, bleed, distort or react during cleaning despite reasonable care.

Customers should inform MACKO of items that are:

• Handmade
• Vintage
• Beaded or embellished
• Previously altered
• Colour-unstable
• Especially valuable or sentimental

We may recommend a safer treatment, request acknowledgement of an identified risk or decline the item.

Nothing in these Terms removes rights or remedies provided by applicable consumer law.

Please inspect your items promptly after delivery.

Report a missing or damaged item within 48 hours of delivery, with the order reference and supporting photographs where available.

MACKO will investigate using collection records, garment tags, photographs and processing records. Where MACKO is responsible, we will propose an appropriate remedy in accordance with the circumstances and applicable Nigerian consumer law.

You may cancel or reschedule before collection by contacting MACKO.

Where a rider has already been dispatched or collection has occurred, MACKO may charge a reasonable amount for logistics or work already performed. Any applicable charge will be disclosed before it is imposed.

If MACKO cancels a service that has been paid for but not provided, the customer will be entitled to an appropriate refund or rescheduling option.

If you are dissatisfied with a service, contact MACKO promptly with your booking reference and details of the issue.

We may inspect the affected item and, depending on the findings, offer:

• Recleaning or reprocessing
• Repair where appropriate
• A full or partial refund
• Another reasonable remedy

Refunds are not automatically available merely because a stain could not be completely removed where reasonable care was exercised and the limitation was properly communicated.

MACKO will make reasonable attempts to contact customers regarding completed or undelivered items.

Customers remain responsible for providing accurate contact information and arranging delivery or collection. Any further handling of items that remain unclaimed will follow reasonable notice and applicable law.

MACKO may provide membership tiers, badges, points, benefits or promotional rewards.

Rewards:

• Have no cash value unless expressly stated
• May be subject to eligibility requirements
• Are earned only when the stated qualifying action is completed
• May be corrected where awarded through error, fraud or a cancelled transaction
• May be changed or discontinued with reasonable notice

Creating a booking does not automatically mean that a completed-order reward has been earned.

You must not:

• Submit false bookings
• Attempt unauthorised access
• Interfere with website security
• Use another person's account without permission
• Use MACKO's content, trademarks or systems unlawfully

You are responsible for protecting your account credentials and notifying us of suspected unauthorised use.

MACKO will exercise reasonable care in providing its services.

We are not responsible for delays or failures caused by circumstances reasonably beyond our control, including severe weather, traffic restrictions, civil disruption, utility failure, supplier disruption or government action.

Nothing in these Terms excludes liability that cannot lawfully be excluded, including responsibility arising from fraud, wilful misconduct, negligence or rights protected under Nigerian consumer law.

Our handling of personal information is governed by the MACKO Privacy Policy.

We may update these Terms to reflect operational, pricing, legal or service changes. Updated Terms will be published with a revised effective date.

Changes will not unfairly alter a confirmed order without notice.

These Terms are governed by the laws of the Federal Republic of Nigeria.

We encourage customers to contact MACKO first so that complaints can be resolved promptly. Customers retain the right to approach an appropriate regulatory authority or court.